The estimate is in and the customer has been paid. Closing the claim is the step that makes the record hold up if anyone asks about it in a year.
What you'll need
- Available on the Bundle plan, or on a Custom plan that includes Incidents.
- Only Admins and Super Admins close a claim. Team Members do not see the button.
- An open claim. A closed one stays closed.
Close the claim
To close out an incident:
- Select Incidents in the side menu, then the claim.
- Select Resolved / Denied.
- Pick Resolved for a claim you accepted and handled, or Denied for one you did not accept.
- Fill in each required item that appears.
- Select Mark as Resolved or Mark as Denied.
Nothing is picked when the window opens, and the button stays off until the count at the top reads that everything is in. The claim closes, the status locks, and the resolution is recorded on the claim and its timeline.
What it asks you for
Your company decides this in the Incident Form Editor, so the list is yours rather than ours. It can include:
| Item | What it records |
|---|
| Resolution or denial note | In your own words, how it was resolved or why it was denied |
| Reason | A reason from your company's list, with Other if you need it |
| Evidence relied on | Photos, footage, a witness statement, a third-party opinion, the report |
| Customer notified | How they were told, stamped with the time you recorded it |
| Resolution Details | Who absorbed the cost, and the total damage amount |
If your company requires nothing for an outcome, the window says so and the claim can be closed right away.
Good to know- Anything you filled in earlier is already there when the window opens, so the close-out is a check rather than a re-type.
- A closed claim cannot be reopened, reassigned, or moved back to Under Review. Its status, priority and progress all lock together.
- Denied means you reviewed the claim and are not paying it. It is still a closed, documented claim, not a deleted one.
Common questions
Who can close a claim?
Admins and Super Admins. A Team Member can do everything up to that point, including the notes and the evidence.
Can I undo closing a claim?
No. Read the outcome back before you confirm, because there is no way to reopen it.
Where does a closed claim go?
To Resolved/Denied History, grouped under the date it was closed. It stays searchable by name, plate, VIN and reference.
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